3 ways to equip contact center agents with security training

By João Safara
0 min read

Now more than ever, information security should be the priority on everyone’s mind. With the shift to remote work due to COVID-19, protection of data has become a sensitive topic as more employees are using their home connection or working from personal devices. Cybersecurity hackers lured by this newfound opportunity.
According to Global News Wire, COVID-19 related phishing and malware attacks increased dramatically from under 5,000 per week in February 2020, to over 200,000 per week in late April. Additionally, the FBI has reported that the number of cyberattack complaints rose to around 4,000 a day, a 400% increase from what they were seeing pre-coronavirus.
With many agents now working from home, consider utilizing dynamic training materials in order to keep them engaged and make sure they retain all the necessary security information and procedures. Here are three different methods to ensure your teams are aware of how to keep organizational data safe.
Gamification
Applying typical elements of game playing, such as point scoring and unlocking rewards, into your training plan is a great way to create a spirit of healthy competition and engage your employees.
Turning your coaching strategy into a game will improve training engagement. Additionally, it’s a great way to keep your remote peers connected with one another.

Security Checklist
This security checklist aims to help leaders in IT evaluate their current state of security and consider where to make strategic improvements to continue meeting the high security standards required for a contact center’s workforce and throughout a security-focused organization.